Business ProfileforFranklin Marriott Cool Springs

On 8/29, I booked a room at the Fairfield Cool Springs in Franklin, TN.Confirmation Number: ******** Check-in: Saturday, September 23, 2023 Check-out: Tuesday, September 26, 2023 Number of guests: 2 Number of rooms: 1 ************************************* 1 ***** **** bed ********** has a smoke-free policy Summary of Charges:1room(s) for 3night(s)Saturday, September 23, 2023 - ****** Sunday, September 24, 2023 - ****** Monday, September 25, 2023 - ****** Total cash rate-****** ******************** taxes and fees - ***** Total for stay in hotel's currency - ****** USD Upon arriving on 9/23, we discovered that the pool was broken. We noticed that the pool was closed on our own and immediately approached the front desk about it. Employees simply shrugged their shoulders. They had no details to share about the issue nor an ETA on when it would be fixed. Its extremely upsetting that the ********* DID NOT notify us of the pool closure. There was ample time those notifications could have been made rather than us finding out once we were at the property. We should've been notified especially since this was an issue that hasn't been properly diagnosed nor worked on.Since the reservation was made online, I called Marriott **************** to discuss my options and ultimately be relocated. Over thephone customer service advised me to handle it with the hotel manager. However, *********************** the hotel manager was off that day so the agent was going to send an email to him, explicitly stating that I should not be charged more than what I already had booked. My understanding was that I would have the Fairfield reservation cancelled, incurring no fees, and the new reservation would cost me the same, $****** for the stay at a different hotel within the same brand. The front desk at the Fairfield got in touch with another hotel in the area, Franklin Marriott, and made a new reservation. The non-functioning pool was 100% the reason we switched hotels and Fairfield should not be falsely advertising the pool.When we arrived at the FranklinMarriott, I simply mentioned that we were the reservation coming over from the Fairfield. I didn't make the reservation at the Franklin Marriott, the Fairfield front desk handled that over the phone.They gave me a new reservation at Franklin Marriott under false pretenses. I was not given a total when checking into the Marriott. I also did not receive a confirmation email with thenewbooking information. Even a week after staying at the Franklin Marriott, I don'tknow what my reservation number was. If a different daily rate was discussed between the hotel two front desks, it was never sharedwith me.The only availability that the Franklin Marriott had was a double room.My understanding is that the front desk at the Fairfield confirmed that Franklin Marriott front desk would price match.During our stay at theFranklin Marriott, I couldn't use the mobile app or see the reservation in the app. I couldn't unlock the door with the app or access the wifi. I was merely a ghost and the reservation never existed! The hotel room key card also didn't work properly. We had to ask hotel employees to provide access to the gym or pool. I am a Marriott Bonvoy member and the app is once again one of the features that Mariottfalsely advertises. This is a use case forhow it doesn't work properly or as advertised.After checking out, I noticed that there were two charges tying up the credit cardMARRIOTT FRANKLIN $876.99FAIRFIELD INN & SUIT $680.00 Essentially, the Franklin Marriott charged$810.07 when it should be $******. I have reached out to Marriott **************** and have two case numbers - ********* & ********* - but still no resolution. What makes things worse is the terrible service and physical distress the company has put me through as a customer. I have spent over 3 hours trying to get support over the phone, filling out guest surveys, and responding to emails.Marriot states that they hold their staff to a level of excellence in order to providea high level of customer care, however, that is not the case in this situation.******************* at theFranklin Marriott has beendiscourteous, rude, dismissive and ultimately calling me a liar.***** has not answered any phone calls or emails. Even though they work for the same company, ***** was asking me for *****'s email address.I'm expected to pay more than the $****** I agreed to for gaining access to a functional pool yet at the same time for less amenities as we lost the king size bed and complimentary daily morning breakfast. It just doesn't make sense. Before making any changes, I confirmed with Marriott **************** as well as the Fairfield front desk that there would be no additional charges and that they would honor the same rates prior to switching hotels. Yet they did things behind my back and made decisions that went against what I had specifically requested.I'm asking for help in obtaining a refund for the difference. This is a very unsatisfactory experience and an unethical way to conduct business.Marriott has lost both my personal and professional business due to this experience and the treatment that I received at these properties in Cool Springs.We really dont appreciate being scammed, taken advantage of and treated unfairly; our vacation time is valuable. As you can imagine the entire experience has been extremely frustrating and stressful.